How AI can help fintechs to have better customer support
Ininal reduced first-response and resolve time with automation.
With Jetlink Conversational AI, Ininal provides a better experience by communicating uninterruptedly and quickly with customers. Ininal, which has a very high speech density, chose Jetlink to reduce the burden of the call center and to answer all kinds of questions of the customers without interruption. With Jetlink, it offers its customers a dialogic communication with an average of 90% correct matches, with 24/7 uninterrupted service. Jetlink keeps the customer experience at the highest level by automatically answering all requests and questions of its users regarding ininal on both mobile and web channels.
89%
Accurate understanding rate
140.339 users
in 8 months period
98%
Resolve rate
Ininal
The new generation payment platform ininal was established in 2012 with the aim of providing basic financial services to both individual and corporate customers. In 2017, Ininal received an electronic money operating license from the BRSA (Banking Regulation and Supervision Agency).
Ininal, which became a member of BKM in the same year, offers prepaid cards at more than 20 thousand points and ininal Wallet application for all smartphones to consumers. ininal users can load balances to their accounts or cards from more than 75,000 retail and ATM points and spend their balances at all physical and virtual shopping points around the world. Ininal, which has more than 4 million users, chose Jetlink as its business partner for a better customer experience. How ininal's journey with Jetlink Conversational Ai started:
Industry: Financial Technology
Company size: Enterprise > 100 employees
HQ location: Istanbul, Turkey
Products & Services used
Conversational AI engine
Web Messenger
Mobile App Integration
600 conversations and 5000 received messages per day on average
Users, who made requests on many issues such as card usage, account information, card transactions, campaigns, sales points, card information, had no other channel than the call center, where they could reach the answers. In cooperation with Jetlink, a chatbot has been added to the website and mobile application, adding a new channel where questions can be answered quickly.
In this way, the load of the call center decreased by 20% on average in 8 months. Thanks to the ininal artificial intelligence chatbot, a platform has been added where the customer experience and the success of the live support team can be followed with numerical data.
" We get thousands of requests per day. We have automotized our customer support system thanks to our chatbot and the Jetlink Team. Therefore, the customer support team has more time to solve the problems where human assistance is definitely needed. We highly recommend their platform and best in class customer service. "
Yasemin Akol
CX and Customer Service Manager
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What is next?
In the next step, ININO Virtual Assistant, will provide a more human-like experience thanks to Jetlink. It will also be possible to use proactive conversations on İninal mobile application. In this way ININO will be able to start a conversation with users on the application as well on the right time with the right context.
ININO will reach users on more channels like WhatsApp, Instagram. Further, it will be possible to use proactive conversations on WhatsApp which has %92 percent of seen ratio
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